Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Resolve technical issues and provide top-notch support to users and clients.
- Company: Join a fast-growing Managed Service Provider with a supportive team.
- Benefits: Full-time role with opportunities for learning and career progression.
- Why this job: Gain hands-on experience in diverse IT environments and technologies.
- Qualifications: Familiarity with Microsoft 365, Azure, and strong problem-solving skills.
- Other info: Dynamic work culture with a focus on professional development.
The predicted salary is between 30000 - 42000 £ per year.
Overview
Inspirec Gravesend, England, United Kingdom
Get AI-powered advice on this job and more exclusive features.
Direct message the job poster from Inspirec
Inspirec have partnered with a fast-growing Managed Service Provider (MSP) with a dedicated internal IT function, supporting both our own team and a growing portfolio of external clients. As part of our continued growth, we are looking for a proactive and skilled Service Desk Analyst to join the Helpdesk team.
The Role: As a Service Desk Analyst, you will play a key role in managing escalations from the 1st line team, resolving more complex technical issues, and delivering outstanding service to both internal users and external MSP clients. This role will expose you to a wide variety of IT environments and technologies, providing a fantastic opportunity to learn, grow, and progress within a supportive business.
Key Responsibilities
- Act as the escalation point for 1st line tickets, troubleshooting and resolving technical issues.
- Provide 2nd line support for internal IT systems and services.
- Deliver remote and occasional on-site support to external MSP clients.
- Manage and resolve incidents across Microsoft 365, Intune, and endpoint environments.
- Work with ITSM tools to track, escalate, and resolve incidents in line with SLAs.
- Follow ITIL-aligned processes for incident, problem, and change management.
- Contribute to knowledge base articles, documentation, and process improvements.
- Assist in implementing new technologies and supporting project delivery where required.
Key Skills & Experience
- Strong background in Microsoft 365 administration (Exchange Online, SharePoint, Teams).
- Hands-on experience with Microsoft Azure, Microsoft Intune / Endpoint Manager.
- Good understanding of Active Directory, Group Policy, DNS, DHCP, networking fundamentals.
- Experience within an MSP environment or multi-customer support (preferred).
- Familiarity with ITIL principles, ITSM tools, and change control processes.
- Strong troubleshooting and problem-solving skills with a customer-first mindset.
- Excellent communication skills, both written and verbal.
Seniority level
- Entry level
Employment type
- Full-time
Job function
- Consulting
Industries
- IT Services and IT Consulting
#J-18808-Ljbffr
Service Desk Analyst employer: Inspirec
Contact Detail:
Inspirec Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend local meetups or online webinars. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal project that highlights your expertise in Microsoft 365 and other relevant technologies. This can really set you apart during interviews.
✨Tip Number 3
Prepare for those tricky interview questions! Brush up on common scenarios you might face as a Service Desk Analyst. Think about how you'd handle escalations or complex technical issues.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Analyst role. Highlight your experience with Microsoft 365, Azure, and any ITIL knowledge you have. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a great fit. Keep it concise but engaging – we love a bit of personality!
Show Off Your Problem-Solving Skills: In your application, don’t forget to mention specific examples where you've successfully resolved technical issues. We’re all about that customer-first mindset, so let us know how you’ve gone above and beyond!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Inspirec
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Azure, and Intune. Be ready to discuss specific scenarios where you've used these technologies, as well as any troubleshooting you've done. This will show that you're not just familiar with the tools but can also apply them effectively.
✨Showcase Your Customer Service Skills
As a Service Desk Analyst, you'll be dealing with clients regularly. Prepare examples of how you've handled difficult situations or resolved issues for users in the past. Highlight your customer-first mindset and how you ensure a positive experience for both internal and external clients.
✨Familiarise Yourself with ITIL Principles
Since the role involves following ITIL-aligned processes, it’s crucial to understand these principles. Brush up on incident, problem, and change management processes. You might even want to mention how you've applied these in previous roles or projects.
✨Prepare Questions for Them
Interviews are a two-way street! Think of insightful questions to ask about the team dynamics, the technologies they use, or their approach to professional development. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
